Specialist, AI Strategy & Support

Carvana • Tempe, AZ

2d

About The Position

Join the frontline of innovation with Customer Care’s AI Strategy & Support Team (AISS). As a key player on the AISS team, you'll fuel the evolution of Carvana’s customer experience by driving the full life-cycle of various AI products that support the Customer Care org- from Sebastian (Carvana’s AI chatbot) to Customer Advocate AI support tools. The AISS team also supports AI driven quality assurance of customer interactions. Your work will enhance speed, resolution quality, and customer satisfaction across our support channels. By leveraging cutting-edge generative AI platforms and collaborating with our internal network of trailblazers across Operations, Product and Engineering teams, you'll elevate our customer interactions, and optimize our AI-powered customer support. Don't worry if you don't have years of AI experience—this is a new frontier! What we need is a customer-centric enthusiast who can wield language, logic, and analytical thinking to craft exceptional experiences and make a meaningful impact. A deep curiosity in AI and attention-to-detail are as essential as understanding what makes a great customer interaction. If you are an ambitious, creative, and curious individual and are excited to navigate the uncharted paths of integrating generative AI into customer service, apply today and help us shape the future of the industry.

Requirements

• Bachelor’s degree in business, marketing, communications, or a related field.
• 1 - 3+ years of experience in customer support, content development, product support, or knowledge base administration in a fast-paced environment.
• Comfort navigating and analyzing large volumes of conversation logs to identify trends, user intents, and underlying drivers of customer friction.
• Experience working with Large Language Models (LLMs) and a willingness to get hands-on with evaluating AI outputs and agent prompting.
• Exceptional written communication and editing skills, with a proven ability to translate complex processes into plain, customer-friendly language.
• Intellectual curiosity and interest in solving challenging and ambiguous problems using conversation and qualitative data.
• Enthusiasm and positive energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves.
• Must be able to read, write, speak and understand English.

Responsibilities

• Assist in driving exceptional customer interactions through: evaluation of the inputs and outputs that shape the customer experience, improving Agent prompting, knowledge, tooling, model configuration, and context of those conversations, and providing well-researched, deeply thought-out analysis and recommendations.
• Assess the performance of AI-powered agents to identify gaps in the customer experience and drive positive conversion outcomes.
• Refine, test, and propose agent prompting, knowledge base, and tool updates. Summarize, package and deliver those recommendations to Product, Engineering, and Operations leaders.
• Provide actionable recommendations to enhance and optimize customer experiences by leveraging existing data while incorporating new knowledge and data signals.
• Review inputs from backtesting and audits to identify performance gaps, refine model constraints, and continuously improve our AI tools.
• Streamline and automate recurring workflows to improve speed, reliability, and resolution cycles for the support team.
• Other duties, as assigned.

Benefits

• Full-Time Salary Position with a competitive salary.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy both physically and mentally.
• Access to opportunities to expand your skill set and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
• A seat in one of the fastest-growing companies in the country.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level